Lumana is on a mission to empower organizations by unlocking the value of their visual data — not just record the world, but to actually understand it and extract meaningful insights. Our AI video security platform delivers unmatched visibility and control, helping customers enhance security and safety, streamline operations, and respond instantly when it matters most.
Founded in 2021, we are backed by tier-one Silicon Valley investors with deep team expertise in AI, computer vision, and machine learning. We are one of the fastest-growing video security companies and recently raised the largest Series A within our industry. We’ve built the most intelligent video security solution on the market — one that sees what matters, acts fast, and prevents what used to be inevitable.
At Lumana, teams are small, dynamic, and trusted to lead. We think big, move fast, and execute like owners — because we are. Your impact here won’t be filtered. It will be visible, lasting, and real.
Role Description
The founding Senior Customer Success Manager (CSM) will be Lumana’s first Customer Success hire in the U.S. and will build the U.S. enterprise Customer Success function from the ground up. This is a hands-on builder role responsible for establishing the processes, operating rhythms, and customer programs that create a scalable post-sale motion while directly managing strategic enterprise accounts.
The Senior CSM owns the full post-sale customer lifecycle — from technical onboarding and product adoption through customer health, value realization, expansion readiness, and predictable renewals. As the primary account quarterback, this role partners closely with Solutions Engineering, Technical Support, Operations, and Sales to ensure enterprise customers achieve measurable business outcomes with Lumana.
Success in this role means both building the CS foundation for Lumana’s U.S. enterprise business and delivering exceptional outcomes for a portfolio of strategic accounts. The ideal candidate is equally comfortable designing the playbook and being in the trenches with customers to execute it.
Location
Remote - USA
Compensation
Senior CSM (7–10 years experience)
Base: $115K–$130K, Variable: $20k, OTE: $135K–$150K
Responsibilities
Onboarding & Activation
Lead post-sale customer introductions and kickoffs
Create and maintain an onboarding tracker capturing:
Equipment shipping and delivery status
Internet connectivity validation
SE assignment and configuration completion
Coordinate with Solutions Engineering to ensure configuration meets customer requirements
Confirm deployment milestones and validate time-to-first-value
Ensure successful onboarding sign-off
Adoption & Customer Health
Continuously monitor defined customer health metrics including:
Platform usage and login activity
Alert configuration and use case adoption
Support ticket trends
Feature requests and product feedback
Proactively identify risks and escalate when needed
Partner with SE, Support, and AE to resolve adoption gaps
Maintain an active dashboard of owned accounts and status
Account Management & Expansion Readiness
Conduct Quarterly Business Reviews (QBRs) on strategic accounts
Mitigate churn risks through structured engagement plans
Surface expansion signals including:
New site deployments
Additional use cases
Increased system utilization
Partner with Account Executives on renewal and expansion strategy
Cross-Functional Partnership
Solutions Engineering: Technical implementation and advanced configuration
Support: Issue resolution and ticket trends
Account Executives: Commercial expansion and contract ownership
The CSM acts as the internal advocate for customer success and ensures alignment across teams.
Other duties may be assigned.
Qualifications
Must Have
7+ years in technical Customer Success, Account Management, or similar post-sale roles in SaaS or enterprise technology
Experience as a Founding customer success hire in an early-stage startup
Background supporting technical buyers (IT, security, engineering, operations)
Experience managing high-touch enterprise accounts
Strong cross-functional coordination skills
Ability to interpret product usage data and translate it into action
Executive communication experience, including running QBRs
Structured, process-driven mindset with attention to detail
Nice to Have
Familiarity with APIs, integrations, or technical implementation workflows
Experience building or improving customer success playbooks or onboarding frameworks
Experience in security, AI, infrastructure, or data platforms
Experience with camera systems, IoT, networking, or cloud platforms
✍️ Our Hiring Philosophy
We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.
We aim to provide both product & industry expertise whenever we interact with prospects and customers.
We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.
We value a strong sense of ownership, principled thinking over experience, and thoughtful communication.
Our Interview Process
We keep it focused and respectful of your time—our typical process includes:
A 45-minute conversation with our Talent Team
A 50-minute interview with our VP of Operations
A 30-minute interview with a Revenue Leader
A 30-minute interview with a Solutions Engineering Leader
A 30-minute interview with the HR Leader
A 30-minute interview with our CEO
✨ What We Offer - We believe great talent deserves great support. Here’s how we invest in you:
Competitive Pay: Strong base salary + uncapped commission
Equity & Upside: Own a piece of what you're building
Tools that Work for You: We arm our team with top-tier tech and modern sales tools—so you can focus on closing, not admin
Remote-First Flexibility: Work from where you're most effective, with teammates around the globe
Product Influence: Your voice matters—sales feedback directly shapes our roadmap
For U.S.-Based Employees
Health & Wellness: Comprehensive medical, dental, and vision coverage
Time Off: 15 days PTO, paid holidays, and sick leave
Financial: 401(k) with employer 4% match, equity in a fast-growing startup
Remote-Friendly: Flexible hybrid/remote work arrangements depending on role
Parental Leave: Paid parental leave for new parents
Work Setup: Home $500 office stipend and top-tier equipment provided
Lumana is an equal opportunity employer
We are committed to providing equal employment opportunities to all individuals regardless of race, color, ethnicity, religion, sex, gender identity, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis protected by law.
Recruitment Fraud Alert: All Lumana hiring communications come from @lumana.ai — we never ask for payment or personal banking info.
Recruiters & Agencies: Lumana does not accept unsolicited resumes from agencies without a signed agreement and will not pay related fees.
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